gs

Liquid

Posted

6 days ago

description

We have a new amazing opportunity to recruit for a housing partnership based West of London. They now have a new vacancy for a Customer Services Advisor (Housing) .

This permanent part time role for 25 hours per week over 5 days (1 day at 7 hours and 4 days at 4.5 hours) paying £20,019 per annum.

Role brief

As part of the housing team, you'll use your knowledge, technical expertise and enthusiasm to deliver a superstar service to their customers and drive the highest levels of satisfaction.

In the role you will

Resolve customer queries, owning queries from start to finish across all channels: phone, email, web form, face-to-face, and social media.

Support customers to access our online services.

Investigate and resolve customer queries by providing advice and guidance on a range of issues, making referrals and signposting.

Take initial reports of anti-social behaviour, gather evidence and make appropriate decisions on next steps.

Answer tenancy management-related customer queries.

Own your performance with strong case management.

Support the housing team by writing to customers about related services and issues.

Work with third parties to resolve queries to get the best outcome for the customer.

Suggest service improvements to resolve cases and improve customer service.

Build a detailed understanding of housing and handling contact.

Support other areas with handling phone contact when required.

Support with general process housing related administrative tasks including new and expired third party authorisations.

Carry out any other reasonable duties to deliver great service.

We're looking for someone with experience of:

Delivering first-class customer service, preferably in housing or repairs.

Using MS office including Word and Excel.

The key behaviours we expect in the role include:

Role modelling our values: we know our stuff / we make it happen / we care.

Demonstrate inclusive behaviours, respecting and embracing difference and listening to other people's unique perspective.

Communicate passionately and authentically across different channels, adapting your style and methods to meet the needs of a diverse range of customers and colleagues.

Being digitally savvy, learning our systems quickly and using them to deliver an amazing customer experience.

Communicating clearly, concisely and thoughtfully both verbally and in writing.

Working in an organised, methodical way with excellent accuracy and attention to detail.

Making wise decisions and solving problems without over complicating things, understanding the needs of customers and the different tenures.

Championing collaborative working across the organisation.

Building trust by doing what you say you will.

Holding your hands up if you make a mistake and quickly re-focus to put things right.

Seizing opportunities by being brave and stepping outside of your comfort zone.

Demonstrating a good understanding of GDPR and data requests.

If this sounds like the role for you, please apply today.

location

North London, London